Customer Support Representative

Customer Support Representative I

Reports To: Customer Support Manager

Location: Philomath, Oregon (Onsite)

Status: Non-Exempt

Company Overview

Active911 is a fast-growing SaaS company dedicated to helping heroes save lives by providing innovative software that empowers over 500,000 first responders worldwide. Our emergency notification, routing, and communication tools enable firefighters, EMTs, law enforcement, and others to respond faster and make informed decisions in critical moments. Based in Philomath, Oregon, our team is continually pushing public safety technology forward, fueled by a collaborative, mission-driven culture.

Job Summary

As a Customer Support Representative I (CSR I) at Active911, you'll be the first line of contact for our customers—dedicated emergency personnel across the country. You will respond to inquiries, resolve issues, and ensure that every interaction leaves customers feeling supported and valued. This role requires strong communication skills, a calm and friendly demeanor, and a technical mindset to troubleshoot efficiently. You will build strong relationships with our users, understand their needs, and collaborate with Sales, Product, and Engineering to deliver exceptional service. Whether you're guiding a new user through onboarding or investigating a support issue, your contributions will directly impact mission-critical operations in the field.

Responsibilities

Deliver Positive Outcomes via Customer Interactions: Provide friendly and professional support via phone, email, and chat.

Workload Management and Prioritization: Prioritize and execute multiple concurrent support tasks to meet customer response SLAs.

Ticket Management & Documentation: Maintain clear and thorough records of support interactions in Zoho Desk, capturing key details, resolutions, and next steps for each case.

Understand and Communicate Customer Needs: When a customer requires assistance that can’t be resolved directly by support, use the appropriate channels to escalate a feature request or report a defect.

Technical Excellence: Understand customer-reported issues, investigate root causes, and identify accurate, effective solutions using the appropriate tools and product knowledge.

Customer Billing & Outreach: Assist customers with billing inquiries across support channels and conduct proactive outreach to follow up on unpaid or overdue invoices.

Rotational On-Call Support: Provide responsive support during scheduled after-hours shifts as part of a team rotation, addressing time-sensitive customer issues outside standard office hours.

Hardware Fulfillment & Returns: Coordinate the preparation and outbound shipment of customer hardware and process returned equipment, supporting smooth customer onboarding and accurate inventory tracking.

Collaboration & Continuous Improvement: Work cross-functionally with Engineering, Product, and Sales to deliver positive outcomes and drive product and process improvements.

Mission Alignment: Advocate for first responders in every interaction, ensuring support work improves our customers’ ability to save lives.

Qualifications

Education: High school diploma or GED

Experience:

• Experience in SaaS customer support or technical troubleshooting

Skills:

• Minimum typing speed of 40 WPM
• Strong written communication and email formatting skills
• Proficient in problem-solving and troubleshooting
• Ability to maintain a calm, friendly demeanor under pressure
• Proficient with standard office tools and customer support platforms

Preferred Qualifications:

• Familiarity with public safety operations or dispatch systems
• Experience with internal tools such as Polymerase, Wiz, Beekeeper Studio
• Knowledge of Regular Expression and data parsing concepts

Physical and Other Requirements:

• Ability to sit or stand for extended periods
• Comfortable working in an office setting
• Availability for on-call support including some evenings, weekends, and holidays
• Willingness to travel up to 5% annually

Benefits

Salary Range: $21.00 - $28.00 per hour

Employment Type: Full-Time

At Active911, we offer a robust benefits package that supports your personal and professional well-being. This includes full medical, dental, and vision insurance for employees, with 50% coverage available for dependents. We provide generous paid time off, sick leave, and flexible remote work opportunities. Our 401(k) plan includes a 3% company contribution, and we also offer a Gym Membership Reimbursement, a Volunteer First Responder Bonus, and a $5,000 First-Time Homebuyer Assistance Program.

Active911 is an equal opportunity, at-will employer, and complies with the Americans with Disabilities Act.